As part of the Concierge Team you will undoubtedly get a number of questions regarding our membership plans. We have outlined a number of key questions for you to assist.
CAN A MEMBER CHANGE THEIR MIND?
Yes, is the short answer but this is dependent on the type of membership that the member has chosen. If the member chooses to sign up using one of our pre paid memberships then they have a 7-day cooling off period. During this time the membership can be cancelled with the full amount refunded back to the member, less an administration fee of $35.
If the member chooses to join via one of our direct debit memberships then they have a 14-day cooling off period. Once requested, their membership will be immediately cancelled and they will be charged an administration fee of $35.
If a member receives a gift card via one of our promotions and decides to cancel their membership within their cooling off period they will be required to refund the value of the gift card in full.
CAN A MEMBER FREEZE/SUSPEND THEIR THEIR MEMBERSHIP?
Yes, all of our memberships can be put of hold for a limited time period between 2 weeks and 4 months. The request must be submitted in writing and cannot be requested over the phone. A freeze on their membership must be requested in advance and cannot be backdated.
If the member is on a direct debit membership they will be required to pay an administration fee of $0.50 per day, this is debited fortnightly on the scheduled debit dates.
If the member is on a pre paid membership they are still able to freeze or suspend their membership between 2 weeks and 4 months. This amount of time will be added to the expiry of their membership.
WHAT IF A MEMBER CANCELS THEIR MEMBERSHIP?
All members must complete the cancellation request form online. If member contacts the club requesting to cancel their membership then the active concierge team member will need to respond with the link attached for the request to be official.
All memberships require fourteen (14) days in advance warning counted from the next debit date (ie. the last direct debit paid must be paid).
If the member is on an Annual Plan (12 months) and is within their initial term then they will need to pay a $150 cancellation fee, unless it is within the cooling off period. The initial term of their membership is specified on their membership agreement.
If they are outside of their initial term then all that is required is fourteen (14) days written notice (via our form). If the member’s membership is currently on hold an administration fee of $35 will also be charged.
We do not offer refunds on a pre paid membership options if they request to cancel within their initial term, unless it is within the cooling off period. However, they are able to transfer their membership to a family member or friend which will require written confirmation from the current member via email. An administration fee of $35 will be charged.
HOW DO MEMBERS ACCESS THE CLUB AFTER HOURS?
FIT is a 24/7 club available to all members, however, our staff hours are only between Monday to Friday 6am to 8:30pm, Saturday 7am-7pm and Sunday 8am-7pm. For this reason all members will require an Access Fob to enter the club during unstaffed hours. They must be used at all times to gain entry to the club via the front door entry.
If a member loses their Access Fob they must enquire at the Concierge desk and purchase a new fob. They cannot ask another member to give them access or tail gate other members that enter the club during unstaffed hours. If the member is caught to be tailgating another member then they will incur a $50 tail gate fee and their membership will be cancelled.
IS THERE A DRESS CODE WITHIN THE CLUB?
Yes, we require all members to wear suitable workout clothing and covered footwear must be worn at all times in the club.
They must also provide their own towel and must be used to wipe down the equipment after use. If a member doesn’t have a towel they can either purchase a FIT branded towel or rent one for an additional fee.
Members are to wear a shirt or singlet at all times. When they use any of our NURTURE rooms, swimwear must be worn at all times.
DO WE OFFER A CRECHE OR KIDS CLUB FOR MEMBERS?
Yes, we offer this service within FIT Lane Cove and is available to all active members. Kids Club is provided for children aged 6 weeks and over and only available whilst the parents/guardians are exercising within FIT Lane Cove. A maximum of two hours of care applies per day/per child.
The hours of the Kids Club may alter at any time but generally the Kids Club is available from 8am until 1pm Monday to Saturday. Each session is 1 hour in duration and each member is required to book their child in via the Kids Club platform.
ARE THERE ANY AGE RESTRICTIONS AT FIT?
Children under the age of 14 are not permitted to use FIT Lane Cove facilities unless explicitly approved by management and their parent/guardian. Children aged 14 to 15 years are permitted to use the fasciitis with their parent/guardian's consent and direct supervision, and all membership forms are signed by their parent/guardian.
The parent/guardian is responsible for the conduct and behaviour of the child and by signing their membership form understands and accepts that they must not let the underage member access the club either without them during staffed hours or unstaffed hours.
WHAT ARE THE CLASS BOOKING POLICIES?
To ensure a fair and equitable access to all studio classes at FIT we have a set of policies that must be followed by our members and internal team.
Due to the high demand for spots in certain classes and studios, members may only book a maximum of one class per day in a studio. Any member who has booked multiple classes in a studio on a given day will retain their earliest booked class only, and have any subsequent bookings automatically cancelled. This will occur without notice to the member, and all remaining class bookings will still be visible to the member via the FIT Lane Cove app.
Any member found to be booking 3 or more classes on a given day in a single studio will automatically have all booked classes cancelled for that day. The member will retain all other booked classes across all studios, so long as these bookings do not contravene with the above.
An application for booking multiple same day classes in any studio may be made via email to the Concierge Team. These will be assessed on a case by case basis and are at the sole discretion of the club. If application is successful, the club reserves the right to revoke this application at any time should the member not continue to attend all booked classes.
ARE THERE ANY PENALTIES FOR LATE OR NO-SHOWS?
Yes, we have this outlined within our Booking Policy page on our website. If a member cancels their booking within 30 minutes of the class starting then this is classed as a late cancellation and if the member doesn’t show for a booking this is then classed as a no-show. If a member does this then the head of the studio will contact that member and give them a warning. If they continue to do the wrong thing they will have their ability to book a class suspended for 14-days.
By not cancelling their booking prior to the 30 minutes cut-off they stop other members who have requested to be on the waiting list any chance of automatically being added to the class.
WHAT ARE THE TERMS AROUND THE INFRARED SAUNA?
All Infrared Sauna sessions are 45 mins, after which the session finishes and the FIT team will clean and reset the sauna for the next session. Bookings open 3 days prior to session commencement. Bookings are essential if a member wishes to use the Infrared sauna. They must check in to the sauna via the concierge desk and bring 2x towels with them. They can only book once per day and anyone found to be booking multiple sessions in one day may result in the cancellation of all their sessions.
DO WE OFFER ANY BENEFITS FOR EXISTING MEMBERS?
As part of our Anniversary Series we offer all of our members with complimentary PT sessions depending on how long they have been with the club. The complimentary PT sessions can not be exchanged for cash, converted to an account or transferred to another member under any circumstances.
Each member has 12 months to redeem the offer (activation date) in which case they have an expiration date depending on the anniversary series.
- 1 year/1 x 30min session: 1 month from activation date
- 2 year/2 x 30min sessions: 2 months from activation date
- 3 year/3 x 30min sessions: 3 months from activation date
- 4 year/4 x 30min sessions: 4 months from activation date
- 5 year/5 x 30min sessions: 5 months from activation date
Any complimentary personal training sessions provided by the club, typically for but not limited to club joining promotions or cancellation saves, have a strict one month activation date. Any sessions not booked or activated prior to one month from join date (new members) or offer date (cancellation save) will be forfeited without exception.